Complaint: Unauthorised Cancellation & Ongoing WiFi Service Failure

I am writing to formally lodge a complaint regarding my fibre (WiFi) service.

On 24 March, I received a call from Vumatel informing me that Vodacom had instructed them to cancel my WiFi service. I immediately advised the agent not to proceed, as I had not requested any cancellation.

I then contacted Vodacom, and I was informed that:

There was no cancellation request on the system They were unsure why Vumatel contacted me

The matter seemed resolved, and I was even upgraded to a higher speed at the same monthly subscription by a retention agent.

However, the following issues occurred:

25 March: My WiFi was disconnected. After calling Vodacom, it was restored. 26 March: My WiFi was disconnected again. I contacted Vodacom once more and was told: My service was not cancelled The issue would be escalated to the technical team I would receive a callback (which has not happened)

Since then: I have made multiple calls to Vodacom I continue to experience service interruptions I have received no proactive communication or resolution I am constantly required to follow up myself, spending excessive time on calls

This situation is unacceptable. I am paying for a service that is unreliable and poorly managed.

❗ My Expectations: Immediate and permanent restoration of my WiFi service A clear explanation of: Why a cancellation instruction was sent to Vumatel without my consent Compensation/credit for the downtime and inconvenience Assurance that this issue will not recur

If this matter is not resolved urgently, I will have no choice but to escalate it further to the relevant regulatory authorities.

I expect a prompt resolution.

Kind regards,